The impact of COVID-19 on organizations is unparalleled in modern times. As leaders, you make seemingly impossible decisions at a rapid pace to protect your organization’s financial viability and your employees’ security. At the same time, you ...

The reality that COVID-19 negatively impacted the hotel industry early and significantly likely comes as no surprise. In fact, according to the American Hotel and Lodging Association, occupancy rates as of May 2020 are as low as 20%, while 70% of hotel employees have been laid off ...

Companies of all sizes, from Global and Fortune 500s to small to medium businesses and the partners who provide essential customer relationship management services, learned critical lessons since the emergence of COVID-19. For most, if not all organizations seeking future success ...

When COVID-19 hit, President and General Manager for Wargaming.net Jean-Marc Codsi and his team sprang into action to continue to support their highly engaged player community and the growth they’ve experienced due to individuals mandated to stay at home.

I’ve spent over 30 years in the IT and communications industry, with over 20 of those years helping clients deploy and utilize technology solutions. More recently, I have spent the past decade focusing on solving customer experience challenges through the use of technology...

To improve efficiency and reduce customer effort in resolving their issues, organizations continue to ramp-up efforts to offer more self-help options in their quest for digital transformation. Many have been forced to accelerate these efforts in recent months to varying degrees of success. As we enter the second half of ...